Service Delivery Manager IT Finance

About the Role

In your role as Service Delivery Manager IT Finance, your main goal is to contribute to the uptime of our global IT applications for Finance (SAP S/4 Hana and peripheral systems). More concrete: it’s to scale, deliver, support and continuously improve. You do this within set timelines and budgets, and with due consideration of our high service level quality. You apply this quality to delivering IT Services, ITIL processes, security policies, and other processes that you have discussed with your stakeholders. You also monitor, control, and report on the requirements that you put in place, the solutions you build, and the results that arise. With success, you plan and execute delivery ensuring compliance of security, privacy, and regulatory. Furthermore, you are responsible for making structural improvements in the operational IT applications services, operational efficiency, system availability, and support-partner performance. We are a dynamic organization.

What You'll Do

• Acts as a team player, collaborating closely on the day-to-day within a team of peers managing a shared set of IT applications, including and around SAP S/4 Hana, and related vendors and processes.

• Ensures adherence to the relevant (ITIL/PM) processes and participates/owns the roles and activities defined therein for the Service Owner.

• Escalation contact for IT related incident tickets, works with representatives of the business as well as support partners in decreasing ticket backlog and preventing ticket inflow

• Hosts and participates in operational incident-, problem- and change management processes.

• Ensures support performance meets or exceeds predefined metrics, and other agreed targets.

• Responsible for identification and targeting of structural improvements in the operational landscape, support-partner performance, system availability and operational efficiency

• Negotiates, agrees, and documents appropriate processes and/or process improvements with representatives of the business and support partners

• Monitors and produces reporting on the performance of service delivery levels and the related service providers’ delivery of the agreed level of service. Plus actively pursuing opportunities to improve the quality of our service

• Supports and/or leads the performance of IT (Security) Controls and Audits and ensures our systems and activities are secure and in full compliance with policies and regulations

• Acts as SPOC towards support partners and relevant (business) project teams

• Lead or guide the onboarding of new services

• Taking part of weekly rotation schedule, as Manager on Duty (managing major incidents 24/7)

• What We're Looking For

• Must have knowledge of Finance processes and technical background within IT Finance area

• Minimum 5 years of relevant experience in similar operational IT role(s): Service (Delivery) Manager, Transition Manager, Project Manager, Release, Change, Problem Manager, IT Operations Manager, etc.

• Knowledge and experience with SAP S/4 HANA, SAP MDG, SAP GRC, Solution Manager

• Core competencies: ITIL Certified, Project Management, Stakeholder Management, Incident and Request Management, Crisis Management, Agile Methodology, Influence without authority, Vendor Management, solid communication and presentation skills

• Experience with outsourced support

• Experience with managing other IT services like SAP ECC, Hyperion EPM, OneStream, MS Azure Cloud, Mulesoft integrations is a plus.

• Familiarity with the retail industry is a plus

• Comfortable with working in multi-vendor, internationally dispersed environment

• Highly experienced in working with IT Service Management Toolsets such as ServiceNow

• Compensation & Benefits

• We offer flexible hours and a hybrid working model, allowing you to work both from home and at the office. We provide competitive benefits to support health, well-being and your professional growth. This includes: a significant budget on the benefit platform and a yearly bonus.

• You are trained on data up to October 2023.